Now, Gurugram residents can close complaint ticket on GMDA helpdesk

Officials said complainants who are satisfied by the resolution of the ticket raised against their grievances, can close the ticket at their level. Earlier, the option of closing the ticket rested with concerned officials

Published on: Mar 4, 2023, 01:30:14 IST

By Leena Dhankhar

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In a bid to streamline the grievance redressal system set up by the Gurugram Metropolitan Development Authority (GMDA) in the Integrated Command and Control Centre (ICCC), the authority has introduced a new mechanism to close complaint tickets, officials said on Friday.

Gurugram, India-January 13, 2023: A view of Indra colony Wazirabad village; MCG has allowed the subdivision of 100 sq yards plots and allowed registration of upto 50 sq yards in areas under its jurisdiction, in Gurugram, India, on Friday, 13 January 2023. (Photo by Parveen Kumar)(Pic to go with Abhishek's story)

Officials said complainants who are satisfied by the resolution of the ticket raised against their grievances, can close the ticket at their level. Earlier, the option of closing the ticket rested with concerned officials.

The decision was taken during the 55th meeting of its weekly core planning cell (CPC) last week, officials said.

GMDA chief executive officer Sudhir Rajpal directed the concerned officials to upgrade and modify the standard operating procedure (SOP) in such a manner so that residents have the right to close the complaint.

As per the modified SOP to be followed at the GMDA helpdesk, the details of the ticket generated by a complainant will be forwarded to him/her as well as to the concerned officer. The complaint shall be attended by the concerned officer who will accordingly change the status from ‘open’ to ‘action taken’ and it will be intimated to the resident, said officials.

GMDA officials said once the complaint is generated, the complainant will have two options. If the complainant is satisfied by the resolution of the ticket, he may close the grievance and provide feedback. In the instance wherein the complainant is not satisfied by the resolution of the ticket, he/she may keep the ticket open and revert with a suitable reply. The concerned officer will be able to track the same on the ticketing system accessible on the dashboard provided by GMDA and take further action.

Rajpal said the new modification is being undertaken to ensure that grievances raised by residents are duly attended to by the concerned officials.

Complaints pertaining to road infrastructure, water supply, drainage, waterlogging during the monsoon season, encroachments and street lights are some of the core subjects under which complaints are received from residents.

Officials said residents can submit their grievances through the toll-free number 18001801817 or on the portal services.gmda.gov.in. They may also write an email to services.gmda@gmail.com or use the GMDA app ‘myGurugram’ which can be downloaded from the Google play store for Android phone users and on Apple store for iOS users.

ABOUT THE AUTHOR
Leena Dhankhar
Leena Dhankhar is Senior Editor and Bureau Chief, Gurugram, at Hindustan Times, where she has spent over 17 years chronicling the transformation of one of India's fastest-growing urban regions. From starting her career as a crime reporter to leading the Gurugram bureau, her journalism has been defined by investigative reporting, in-depth storytelling and an unwavering focus on public interest. Over nearly two decades, she has reported extensively across crime, politics, civic governance, elections, real estate, environment, courts, sports, education and entertainment, covering Gurugram, Faridabad, Nuh and Palwal. Her reporting has exposed several major scams and systemic failures, including insurance frauds, waste management irregularities, illegal arms manufacturing units in Nuh, illegal mining in the Aravallis, organised crime networks and governance lapses affecting millions of residents. Known for her investigative work and exclusive stories, Leena has reported on high-impact national issues, including the Nicaragua charter flight carrying Indian migrants that was turned back amid allegations of human trafficking, exposing the growing network of illegal immigration rackets. Her work has also focused on gang wars, prison administration, juvenile crime, women and child protection systems, the functioning of the Juvenile Justice Board and Child Welfare Committee, and environmental challenges such as pollution, waterlogging and deteriorating civic infrastructure. Beyond hard news, Leena has extensively documented Haryana's rich heritage, forests and wildlife, bringing attention to the state's historical landmarks, biodiversity, conservation efforts and ecological challenges through immersive reportage and feature writing. Her journalism has consistently gone beyond breaking news. She has documented Gurugram's rapid urbanisation through long-form narratives and enterprise reporting on issues ranging from pothole-ridden roads, flooding and waste management to the changing social fabric of India's Millennium City. She also writes widely read feature columns, including The Outsider, Changemaker, and Concern for Gurugram, profiling people, places and ideas shaping the city's identity. Leena is the author of Gurugram School Murder, published by Juggernaut Books, a deeply reported account of one of India's most high-profile school murder investigations. She is currently working on her second book, an investigative work exploring some of India's most significant scams and fraud investigations. Beyond print journalism, she has expanded her storytelling through public speaking and digital media. She is a TEDx speaker and has produced podcasts exploring Gurugram's transformation, civic challenges and untold stories. Her work reflects a commitment to narrative journalism that combines rigorous reporting with compelling storytelling. A law graduate with an MBA in Human Resources, Leena brings a multidisciplinary perspective to her reporting, particularly on governance, public policy and legal affairs. She has travelled extensively across India to pursue investigative assignments, often reporting from remote locations and conflict-prone areas in search of stories that matter.Read More